Most issues come down to a slow connection or a browser quirk. Here are the fastest fixes.
Make sure the whole code is in frame and well lit, and hold the phone steady for a second. If the built-in camera doesn't open a link, try a dedicated QR scanner app or type the album link printed beneath the code.
Large videos need a steady connection — switch to Wi-Fi if you can, then retry. Keep the browser tab open until the upload finishes, and avoid selecting hundreds of files at once; a few batches is more reliable.
Double-check the email address and use the password reset option if needed. If you're still stuck, contact us with the email you signed up with and we'll help you back in.
Ask them to update their phone browser or try a different one (Safari or Chrome). An older in-app browser — like the one inside a messaging app — can sometimes misbehave; opening the link in the main browser fixes it.
We're happy to help directly — send us a message and we'll reply by email.
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